B&Q Reviews

Name: B&Q
Address: B&Q Customer ServicesCatesby Business ParkWhite Rose Way, Doncaster
Rating: 2.19

2.2 Rating 2,595 Reviews

28 %

of reviewers recommend B&Q

2.2

Based on 2,595 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 27%
Accurate And Undamaged Orders	Greater than 64%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	2.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About B&Q:

From DIY specialists to builders and beyond visit B&Q for all your home and garden supplies and advice on all the latest design trends. B&Q’s website has over 12,000 products that you can buy directly and over 25,000 products you can reserve to collect later. B&Q have a huge range of home and garden ,kitchens, bathrooms, bedrooms, paint, power tools, lighting and many more.

Visit Website

Phone:

0845 609 6688

Email:

d.noble@diy.com

Location:

B&Q Customer ServicesCatesby Business ParkWhite Rose Way
Doncaster
DN4 8DG

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118

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Sadly after what i believe to be great customer service normally i can't get a reply to my o line form i have completed twice now. I have paid for goods& delivery.I was text to say the delivery would be delivered Easter Sunday A.M which i thought was strange. No delivery yet 9 days later no reply & nowhere to go.I,m sure things will be resolved soon.”

Helpful Report

Posted 5 years ago

“Terrible website, no confirmation of order but money taken from my account. Unable to speak to anyone, just directed to the website to complete a form that won't submit. Really annoying after waiting in a queue for an hour, now I don't want my order - just a refund!!”

Helpful Report

Posted 5 years ago

“Awful website design at these times, if I was in charge I'd fire the imbeciles running your website. WAIT in the queue for over a hour to then spend a hour going through what can't be delivered which isn't automatically shown. Silly yes as it only involves a simple coding, Anyway after about 2 hours the website crashes and sends me back to waiting in the queue for 40mins without completing my order... Thanks for wasting my time you utter c***s, I'm purchasing of your competitors now. Yours sincerely a potential customer.”

Helpful Report

Posted 5 years ago

“Ok, we are going through a hellish time at the moment and online shopping is the only way to order products. So waited in my online queue, got in after 30 minutes, that's fine. Now not really knowing what are essential items and the website indicates nothing. So I proceed to order my items, paint, paintbrushes, wd40, Lawn seed, vegetable seeds and a few other items, basically things that will keep people in lockdown sane by being able to do jobs around the home and I get to checkout and it tells me these items are not available for click and collect and I can save them for a later date. Ok, so I get that these are not essential items according to B&Q, but why let people search, add to basket and then blow you out at check out. A complete waiste of time. Why not simply get the B&Q website guys to only show the essential items. B&Q's website has always be rubbish even before the current situations. JUST TOTALLY RUBBISH. And it's worth mentioning that some of the items that are not available for click and collect are available for click and collect and are cheaper on the Screwfix ordering app...B&Q and Screwfix are owned by the same parent company !!!!!!!!!”

Helpful Report

Posted 5 years ago

“No contact for over a week regarding my order, no reply to emails or facebook messages, website contact page doesn't work. Shocking customer service, they say 3 days wait but actually it is 4 times that time. They are still taking orders and taking peoples money. They have furloughed many workers when they have record high sales so it seems they are even defrauding the government. Very poor example from a major company. I will never use them ever again”

Helpful Report

Posted 5 years ago

“Terence gullson Terence here 🎅🏻 APPALLING ABSOLUTELY APPALING WAITED ON THE ONLINe PORTal for 5 hours just to get to some rude manager who told me my trowel was out of stock .mindboggling how such an essential item would be out of stock is this GLOBAL crisis .🙉bunch of melon heads”

Helpful Report

Posted 5 years ago

“3.5 hour wait on click&collect in the car park - they aren’t even using walkie talkies, instead walking inside each time to communicate - absolutely moronic”

Helpful Report

Posted 5 years ago

“It would appear that during the coronovirus epidemic that B&Q are offering home delivery and click and collect services. That's good, problem is that the stuff I wanted (paint mostly) is unavailable even for click and collect. I had to wait one hour to get onto the B&Q site to find this out as I could not contact the store by phone. Bah.”

Helpful Report

Posted 5 years ago

“Shocking service We purchased worktops from b&q delivery was around 2/3 weeks 1 week before they supposed to be delivered had a email saying do not take your old kitchen out theres a delay on delivery kitchen had already been taken out at this time and is ready for the worktops to be fitted we have no cooking facilities till we receive worktops they was supposed to ring us on delivery date with new delivery date they didn't they did ring two days later to say they are sorting it they will ring us in a week and half to let us know what's happening with the worktop. Sick of this now I just need these worktops if u cant get them to me I'll get them from some where reliable”

Helpful Report

Posted 5 years ago

“Still waiting for B&Q to come back to me as I have not had notification to pick up my click and collect order however they said I have picked it up & have taken payment. You can’t call them, and I have emailed 3 times to find out what to do with no response. Totally understand these are challenging times but to not have any easy way to contact them is frustrating. I have no idea what to do now. I am hoping to get a response to my emails but other than that I will have to try and recover the money via my credit card company.”

Helpful Report

Posted 5 years ago

“Awful. Whilst we all understand the CV-19 restrictions, a little help would have been appreciated. Went to collect a bag of PostCrete to repair a fence post. It weighs 20kg. I am 60 y/old and physically very small. The staff member dropped the 20kg bag on a pile of pallets and said "I'm not coming near your car" and walked off before I could ask if there was any way of getting some help. Have been in pain from having to lift too heavy a weight for the rest of the day. Disgraceful and I will go without rather than buy from them again.”

Helpful Report

Posted 5 years ago

“The Click and Collect service clearly doesn't work. We had a phone call this morning, it said that our items are ready to pick up. Went to the store and there was complete chaos, the staff didn't know what to do, there was no systematic order in place. We just left after an hour's wait. Waste of time.”

Helpful Report

Posted 5 years ago

“I waited 45 minutes in your virtual queue. Then spent same time searching website and filling Badley only to get kicked out of the site and put back in the queue. What a total waste of time. Is there any point at all me spending another 2 hours trying to buy from your site? This system doesn’t work.”

Helpful Report

Posted 5 years ago

“Was in a virtual queue for over an hour. When it was my turn it said ‘redirecting you to B&Q page’... But redirected me to another virtual queue for 59 minutes. Not happy at all.”

Helpful Report

Posted 5 years ago

“Try getting in touch using a Ouija board, you might have more success!!!! Ordered items over a month ago, appealing!!!!! Some of the staff are wearing masks, reminds me of a certain Mr. Turpin!!!! Just don't bother, read the reviews.”

Helpful Report

Posted 5 years ago

“Click and collect what a complete and utter joke. A 3 year old could run a better service, paid for 17 items to be told 9 days !!!! later they were not in stock. Still waiting for a refund, do yourself a favor and shop elsewhere.”

Helpful Report

Posted 5 years ago

“After 10days I got an email picture of a bar code nothing else so I assumed it was my turn got there, waited in qu for forty mins got to burger King when a bloke was coming up the line to inform me that from then there was a 3 hour wait, bear in mind I went on Sunday to be told they were not doing it that day, if they keep their website up to date for the people who keep their company going we could have a better understanding as we know we are in unprecedented times, but I will leave my refund till a later date I will not be buying from bnq again.”

Helpful Report

Posted 5 years ago

“Rubbish waited 3 hours to pick up materials to do a customers roof that's was open due to the fact B&Q said they had what I needed in stock after 3 hours sat in there car park waiting for click and collect and a customer with out a roof I was told we don't have it in stock I have paid for it already can they not do stock checks before they take your money and a refund is a joke now I have to explain to my customer they have no roof until I source out more materials ridicules.”

Helpful Report

Posted 5 years ago

“Absolute shambles from ordering to attempting to collect. Received an email saying to come to the store from 8am today waited in a long queue to be told that in fact my order was not ready. Ordered same item from Argos, paid online, instant click and collect, waited less than 10 minutes, collected item then home. Don't take people's money if you can't deliver a service. Maybe you should contact Argos for some advice....”

Helpful Report

Posted 5 years ago

“Absolute shambles. Don't waste your time. After waiting over an hour on Tuesday I finally got on the site and placed my order for a small charcoal bbq and coals etc. Read all the blurb, paid and was notified to wait for confirmation before going to the store. I received an email saying my order would be ready for collection anytime after 8am today. Just home, still fuming.... waited in a queue of cars for over half an hour to be told that in fact my order was not ready..... Asked to speak to someone from management to be fobbed off with an excuse that it's head office's fault. Perhaps if they had thought of getting a memeber of staff to go down the line of cars letting people know that wouldn't have been too difficult? I wasn't the only one turned away. Poor show. Went online to Argos, ordered a small bbq etc, paid online and went off to collect it instantly. Only had to wait for 10 minutes to collect. Maybe someone should take note...you won't be getting my money again.”

Helpful Report

Posted 5 years ago

B&Q is rated 2.2 based on 2,595 reviews